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Access previous editions back to Edition 86 below:
Edition 139
The Do's and Dont's of Call Monitoring
Still a Bumpy Road Ahead for Call Centre Managers
Profile: Jason Edbers, Technology Manager, iSelect
Edition 138
Call Centre Strategy
Why Do Customer Service Failures Persist?
Profile: Kristy Cranefield, Bankwest
Edition 137
Retention
Effective Complaint Handling is Critical
Profile: Justin Bartley, Strategic Opportunities
Edition 136
Regional Development of Call Centres
Call Centre Technology Roars Ahead
Profile: Michael Stelzer, Aspect Software
Edition 135
Managing Waiting Times
Winning New Contact Centre Clients
Profile: Louise Bedford, Realestate Media
Edition 134
Voice Recognition Technology is rapidly growing
Leadership Development in Call Centres
Profile: Michael Meredith, ATA
Edition 133
Call Centre Recruitment Trends
Project Management - The "Must Have" Skill
Profile Shaaron Kapiteyn, Burswood Entertainment Complex
Edition 132
What selling skills do agents need?
How can managers gain more authority?
Profile: Denice Pitt, UCMS
Edition 131
Do not call register
Managing the Bully Boss
Profile: Lisa Carroll, IAG Insurance Australia Group
Contact Centre Employee Satisfaction Benchmark Report
Edition 130
Influential managers - how do they do it?
Profile: Brendon Walker, St Vincent's Hospital Alcohol & Drug Service
Do call centres promote stress?
Edition 129
2007 Contact Centre Employment Satisfaction Benchmarking Results Revealed.
When do you need a bureau?
Virtual reality is here
Profile: Clare Anderson, Powercor & Citipower
Edition 128
Cold Calling is so yesterday
Better performance reviews
Profile: Neil Harrison, Soul Telecommunications
Edition 127
Motivating Agents through every shift
For the Young, What you learn is critical
Profile: Sam Y T Foo, Global Tele Sales
Australian Workers avoid Public Transport
Edition 126
Getting measurement right
Career burn out for managers
Edition 125
2007 Contact Centre Recruitment Index
Growth in Call Centre Technology
The Project is Completed Successfully
Profile: Waylon Bolton, Australia Post
Edition 124
The Challenge of outbound call centres
Managing Contractors
Profile: Tanya Miller, Main Roads, WA
Edition 123
Skills to look for in agents
Happiness in the Workplaces
Profile: David Grant; Global Tele Sales Pty Ltd
Edition 122
Uniqueness of Managing a call centre
The Training that Managers need
Profile: Colin Ferguson, Australian Air Express
NEW! HRO HUB
Kelly Global Workforce Survey - Results Released
Edition 121
The 'At-Home' Agent option
Meetings - How to manage them better
Profile: Mark Kenning, CIGNA Insurance
Edition 120
Kelly Global Workforce Survey - Results Released
Service Level Agreements Essential
Critical ingredients for workplace teams
Profile: Ann Clifford, Savings and Loans Credit Union
Edition 119
Season's Greetings!
Kelly Global Workforce Survey Results - Employees Rate Their Bosses
Benefits of Benchmarking
Hints for New Supervisors
Profile: Isobel Davidson, RAC Contact Centre
Edition 118
2007 Employee Satisfaction Benchmark Survey
Efficiency is good, Effectiveness is better
The First 100 days
Profile: Patricia Kennedy, GU Health
Industry Recruitment Index Results
Edition 117
Need HR Help?
Developing better agents
Managing equality in the workplace
Profile: Sonia Danielewski, BUPA Australia
Edition 116
Kelly Global Workforce Survey Results - Discrimination in the Workplace
Script or no script?
On the way out - A good time to talk
Profile: Kamini Mccarthy, Power
Edition 115
Kelly Services clocks up 60 years
For or against India
The power of influencing people
Profile: Lynne Anderson, HBF
Edition 114
Kelly awarded SARA Legends!
More than quantifiable measures alone
Redundancies should never be taken lightly
Profile: Aaron Payne, On The Move
Edition 113
Positive environment vital
Providing the training that your people need
Recruitment Survival Kit
Edition 112
OH&S for call centres
Workplaces need leaders
Profile: Gail Saipani, Asteron
Edition 111
Timely update on ‘Do Not Call’
Being creative
Profile: Bianca Jenkinson, Australia Post
Edition 110
Absenteeism in call centres
Workplace conflict
Profile: Shaun Grainger- Salesforce Australia Pty Ltd
Edition 109
Getting the Balance Right
More Harm than Good from Gossip
Profile: John Meyer, Australian Unity
Edition 108
Outsourcing continues
Essentials of communication
Profile: Anna Turnbull, the West Australian
EDITION 107
Talk time
Goal setting
Profile: Christine Henderson, Bank of New Zealand
EDITION 106
Australian Contact Centre Industry Recruitment Index 2006
Ongoing effort required for retaining staff
Meetings meetings meetings
Profile: Mike Casey, New Zealand Automobile Association
EDITION 105
Perspectives on measurement
Coming to terms with burnout
Profile: Jenni Lawson, Salesforce
EDITION 104
Improve call centre employee retention
Do not call
Managing excellence can be challenging
Profile: Michelle Rameka, Corporate Express
EDITION 103
Contact Centre Industry Recruitment Index 2006
Keeping agents informed
Some bosses are too much
Redundancy always delicate
EDITION 102
2006 contact centre industry benchmarking study
Are tangible rewards best?
Effective inductions pay dividends
Profile: Julie Garth, SITEL
Kelly Services expands into the IT employment market
EDITION 101
Call centre PR desperately needed
Living with difficult employees
EDITION 100
ccmanager celebrates its 100th edition!
Front line super important
Learning on the job
Profile: Anne Lehrke, Statistics NZ
EDITION 99
Stress Continues
Building Teams Effectively
Profile: Colin Geard, Ministry of Justice, NZ
2006 Employee Satisfaction Benchmark Study
EDITION 98
2006 Employee Satisfaction Benchmark Study
Internal layout is important
Performance Appraisals - The Do's and Don'ts
Profile: Marilyn Dickson, Origin Energy
EDITION 97
Do Not Call - Getting Closer
Holidays always a delicate issue
Profile: Jan-Marie Creighton, Work & Income
EDITION 96
The Original Always Stands Out
The Results: Recruitment and Salary Index Survey
Training For Managers
Towards Better Teams
Profile: Craig Wilson, NEC Business Solutions
EDITION 95
Efficiencies Not Everything
Communication In Times Of Change
Profile: Louise Linder, ING Direct
EDITION 94
Balancing Occupancy With Service
Talent Or War Between The Talents?
Profile: Consumerlink, Maureen Parrington
EDITION 93
The Ongoing Management Challenge
Parental Leave - There's No Turning Back
Profile: Paul Claassens, Ing Direct
EDITION 92
Working Through Call Centre Stress
Workers Getting Older All The Time
Profile: George Markovski, Pillar Administration
EDITION 91
Measuring Performance
Ignite Innovation
Profile: Fiona Finnegan, DHL
EDITION 90
Benefits Of Outsourcing
Stress Is All Around Us
Profile: Sharon McCaffery, BT Financial Group
EDITION 89
Customers Look For Quality
Rules Around Harassment Are Strict
Profile: Téa May, Commonwealth Securities Pty Ltd (Commsec)
EDITION 88
Outbound Calling - Never Easy
Getting Workplace Value From Generation Y
Profile: Wayne Funnell, Arc Contact Centre
EDITION 87
Help Lines Need A Customer Focus
Getting Out Of The Rat Race
Profile: Peter Church, Vodafone Tasmania
EDITION 86
Employee satisfaction national events
Cutting cost has its risks
The eight hot HR issues for 2005-2007
Career planning, career changing
Strong & dynamic leader needed for high performing team


